Customer Service and Contact Centres – A Year in Review In the beginning of this year, the Dimension Data’s 2016 Global Contact Centre Benchmarking Report revealed four trends that would shape the contact centre industry for the next five years,... Read more
White Paper – Malaysia: Contact Centre Offshoring Synergy. Bridging the Gap between Service Delivery and Customer Expectations The customer service industry is one of the oldest and most established industries worldwide. It is also one of the industries that have... Read more
Reflections of a CEO – People can make or break your business. A TV station in Kuala Lumpur recently interviewed me at our official opening in Malaysia and the journalist asked me a very pertinent question. ‘The 9 skyscraper buildings... Read more
The Customer Service Experience you should create for today’s Airline Customer. With Mindpearl recently winning the global contact centre outsourcing contract for Malaysia Airlines, I found myself relocating to Malaysia to manage this account from our newest centre, in Kuala... Read more
Struggling with the Midyear Blues? Let’s find your Inspiration. It’s early August, which means that we have soldiered through nearly seven months of the year. It is during this period when you might be wondering where your inspiration and motivation... Read more
Does Live Chat offer untapped potential for your Business? I am an advocate for Live Chat, through seeing how Live Chat has benefited our clients and their customers. In fact, we have had seen this customer communication channel gain more... Read more
My Top Five Contact Centre Predictions for 2016 As the second quarter of 2016 begins we find ourselves very busy planning for the rest of 2016. In 2015, the contact centre industry experienced a number of shifts and changes, and... Read more
The Benefits of Business Continuity Planning (BCP) For larger companies, the contact centre is a critical business system. The U.S Small Business Administration in Washington DC reports (source) approximately 25 percent of businesses that are affected by disaster fail to... Read more
Do Long Service Awards still have value? The employment market has changed drastically over the last decade. Gone are the days when employees stay with one company for their entire career and that is especially true for millennials. As the... Read more
Simple actions that will increase your First Call Resolution with drastic results First call resolution is an essential metric for any contact centre for two very simple reasons. Firstly it drives customer satisfaction and secondly, it reduces operating costs. In... Read more